The letter below accurately illustrates the problem I had with this Toyota dealer.in response to this letter, and many more letters and phone calls, I received no satisfaction whatsoever from this dealer. Even when they told me they would get back to me after researching the issue they did not.
Dear Mr. Lima:
I have been a customer of Toyota Central for approximately 5 years. I wanted to bring a matter to your attention as a courtesy. On November 13 I brought my 2004 Prius in for service, much as I have done several times a year over the past 5 years.in addition to the 65,000 mile service, I asked for a few things to be done, among them:
1) replace the wiper inserts.
2) replace the battery in the keyless entry remote.
When I picked up the car later that day, I was told by Ricardo Ascencio and his boss, that the problem with the keyless entry system was not the battery, but that the keys needed to be replaced, and that the cost would be in excess of $500. I declined to do anything at that time. I was not told that the wipers had not been replaced, and only learned of that when on the freeway on the way home, I attempted to clean the windscreen.
On November 18, I returned to the service department for new tires. At that time it was recommended to me again by Mr. Ascensio's manager that I replace the smart key, and as a courtesy to me for not putting the windshield wipers on the car during my prior visit, that the price could be dropped to $450. I declined.
Yesterday, I visited Rxxxx Sxxxx (REDACATED) and purchased a battery and inserted it into the smart key. Much to my shock and amazement, the smart key worked fine with the new battery. Mr. Lima, all a company has at the end of the day is its integrity. Toyota Central clearly breached its trust with me. It tried to sell me a part for $500 that I did not need. Your personnel clearly told me that a new battery was not the issue. As I look back at the invoice for the November 13 service, I notice that I was charged $12 for the battery that I was told was not even the issue. As an aside, I purchased three batteries from Radio Shack for $11.99.
The bottom line is that I was lied to in order for your company to gain extra revenue on false pretenses. I obviously am forced to wonder what other items I was sold over the course of the past 5 years that I did not need. I also wonder what work was reported to me as being done, when it was not really done, and how this may have impacted issues that are now no longer covered on warranty. I am interested in hearing what you think is a fair resolution of this matter by giving you a chance to respond before I take further action. I would appreciate your expeditious reply, but not later than Monday, May 4.
Respectfully Yours,
Michael
encino, California
U.S.A.
Sorry, allowing you to give a competitors name would instigate others to just file against their competition, to only come back later to suggest their company your comments on this policy are welcome!
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